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What is the best way to contact Customer Support?

Chat Support

Chat support is available 24 hours a day, 7 days a week. At the the bottom right hand of your screen, simply click on the Support button (pictured here).

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 Additional Contact Information

If no toll-free number is listed for your country, contact us via email and request that we call you.

For publishers located in the US, Canada, Australia, and non-European countries not listed below:

  • Email: uspubsupport@rakuten.com
  • Call us: toll-free: +1-888-880-8430 or call: +1-646-943-8200 and select option 7.
  • Support language available: English

For publishers located in the UK and other European countries not listed below:

For publishers located in France and/or who speak French:

For publishers located in Germany and/or who speak German:

For publishers located in Brazil, or who speak Brazilian Portuguese:

Get the Best Results

Whitelist rakuten.com: To make sure our response to you doesn't end up in the spam folder, make sure to add the rakuten.com domain to the safe-senders list in your email program. Check your spam or junk mail folder for our reply before re-contacting Customer Support.

Include your SID: To help us provide faster support, please include your Site ID (SID) which is a unique number used in our network to identify different marketing channels. Our support team can use your site ID to locate your record, so please include it in any communications you send us. You can find your SID at the top right of your dashboard. 
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Provide as many details as possible: If you are experiencing a technical issue, it will save you a great deal of time in problem-solving with Customer Support if you provide relevant details in your email request, such as:

  • Which browser(s) you are using (Chrome, Safari, Firefox, etc.)
  • Which operating system you are using (Windows 7, Apple OS)
  • What steps you are following before you have a problem
  • What error message you are receiving, if any
  • Attached screenshots of the error message or the problem, if possible

Get more information on how Customer Support can help you.

While the publisher help center is here to provide immediate self-service assistance with general technical information and best practices around the clock, sometimes you need more personalized help. The Customer Support team stands ready to answer your specific technical and product questions and to resolve technical issues to your satisfaction.

 

 

Still have more questions? Use the SUPPORT tab at the top of the page or this link to find the email or phone Customer Support contacts for your location.



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Please leave us a comment below and let us know how we can make this article more helpful.

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    Sally Anne - Customer Experience Manager

    Please use the various phone numbers or email addresses in the article (depending on your location) above, to contact Customer Support. We are not able to answer your account-specific support questions directly in the Help Center. However, we love to hear from you with your comments and questions about the Help Center articles.

    I've updated this article with additional tips on how to get the fastest and best response from Customer Support.

    Hope that's helpful!

    Edited by Sally Anne - Customer Experience Manager